Read and answer client email

The system keeps only email about your clients: from or to a contact or an open lead, in a thread already on a record, or naming a quote or order number. It reads each mailbox's Inbox and Sent, 90 days back. The rest of your mail stays in your mail program.

Steps: read and reply

1. Open Messages from the menu and pick Email. Press Mailbox to open the whole mailbox.
2. If you have more than one mailbox, pick it from the box at the top, or keep All mail.
3. Pick Inbox, Sent or Unread on the left, or type in Search mail.
4. Open a thread to read it. Press Reply (or the reply-all button beside it).
5. The reply opens nearly full screen. Write in the box: bold, italic, underline, links, lists and emoji are on the bar above it. Press the paperclip to attach a file, or drop a picture on the words.
6. Press Templates to drop one of your company's client email templates in where your cursor is, with this record's details filled in.
7. Your signature goes under your words on its own. Press Remove signature to leave it off this one email.
8. Press Send.

Steps: file a thread on a record

1. Open the thread. Under its subject it says where it is filed (press Open with the record's name to go to it), or Not filed against anything yet.
2. Press File (or Move, to put it somewhere else).
3. Pick Contact, Lead, Quote or Order, then search: a contact by name, email or phone, a lead also by number, a quote or order by its number or the client's name or email.
4. Pick the row (or double-click it) and press File it.

Good to know

• The email you are answering is folded under Show quoted text and always goes with your reply.
• The whole thread moves when you file it, and the next reply in it follows on its own. A filed email stays whole on its record, even if the mailbox deletes it later.
• Keys on an open thread: r replies, u marks it unread.
• Pictures from the internet are hidden until you press Show images, so a sender cannot tell you opened it.
• New mail is checked every few minutes while the screen is open. Press Check now to look straight away.

If something goes wrong

• It says no mailbox is connected for you yet. Connect yours first: Connect your email.
• An email you expected is missing. It may not be about a client: a sender who is not a contact or an open lead is left in your mail program. Add them as a contact and their last 90 days come in.
• There is no File button. Your role may read email but not change where it is filed. Ask an admin.